Supervisor - Front Desk

Internal Section ---------------------------------

Position Summary

The Supervisor - Front Desk is responsible for overseeing the operations of the front desk. Supervise Front Desk Agents to ensure exceptional customer service, efficient check-in and check-out processes, and smooth communication with guests and other departments. The Supervisor - Front Desk plays a vital role in creating a positive guest experience and maintaining a high level of guest satisfaction.

Primary Responsibility

• Supervise and manage the performance of Front Desk Agent. • Provide guidance, training, and ongoing support to ensure a high level of professionalism, guest satisfaction, and teamwork. • Delegate tasks, assign responsibilities, and monitor performance to optimize productivity and service quality. • Ensure a warm and welcoming atmosphere for guests, resolving any issues or concerns promptly and effectively. • Assist with guest check-in and check-out procedures, including verifying guest information, assigning rooms, and handling payments. • Handle escalated guest inquiries or complaints, demonstrating excellent problem-solving and conflict resolution skills. • Oversee the daily operations of the front desk, ensuring smooth communication and coordination with other hotel departments. • Coordinate room assignments, reservations, and special requests to ensure guest preferences are met. • Monitor room availability, rates, and occupancy to maximize revenue and optimize room utilization. • Conduct training programs for new front desk agents, providing comprehensive instruction on hotel procedures, systems, and Asian Heart service standards. • Provide ongoing training to existing team members to enhance their skills, knowledge, and guest service abilities. • Foster a culture of continuous learning, teamwork, and professional growth within the front desk department. • Assist in managing the front desk budget, including costs efficiency, monitoring expenses, and ensuring proper billing and payment procedures. • Handle cash transactions, maintain accurate records, and reconcile daily financial reports. • Collaborate with Finance to ensure accurate billing and resolve any discrepancies. • Maintain effective communication with other hotel departments, such as Housekeeping, Engineering, and Reservations, to ensure guest needs are met efficiently. • Collaborate with Housekeeping to ensure room readiness and timely response to guest requests. • Utilize hotel management software and systems to manage reservations, guest profiles, and reporting. • Ensure front desk agents are proficient in using hotel systems and provide troubleshooting support as needed. • Stay updated with technology trends and recommend improvements to enhance front desk operations.

Requirements

• Previous experience in a supervisory or leadership role within front desk or hospitality environment. • Strong leadership and team management skills, with the ability to motivate and inspire a diverse team. • Excellent customer service and interpersonal skills, with a friendly and professional demeanor. • Knowledge of hotel operations, reservation systems, and guest service standards. • Strong organizational and multitasking abilities, with attention to detail and accuracy. • Proficiency in using computer systems and software for front desk operations and reporting. • Flexibility to work shifts, weekends, and holidays as required in a 24/7 operational setting. • Excellent communication skills in Cantonese, Mandarin and English, both verbal and written.